Skip to content
Project Highlight

Customer Experience (CX) Blueprints for the VA

Screenshot 2023-10-18 at 10.34.34 AM

Background

In collaboration with the VA and other strategic partners, Digital Foundry applied its journey mapping and service design methodology within the VA’s ambitious CX Catalog project. This initiative was centered on devising an extensive collection of service blueprints detailing every major task a Veteran undertakes when interacting with the VA.

Objectives

  • Illustrate the external journey of the Veteran, illustrating the "voice of the customer"
  • Visualize the internal processes of the VA that support these Veteran journey touch points
  • Define the actions, stakeholders, and systems involved in each step to ensure efficiency and transparency
  • Develop a sustainable methodology for creating and storing blueprints to aid in future iterations

Project Stages

Initial Exploration: The Medications (RX) task was prioritized, capitalizing on the pre-existing detailed user flow knowledge. This resulted in the creation of six comprehensive service design blueprints within three months.

Collaborative Approach: The project has demanded collaboration across 7 VA teams and 17 VA systems and processes. Regular standups, feedback sessions, and iterations were key to managing this complexity.

Leveraging collaborative tools like FigJam and virtual whiteboarding, we engaged in immersive design processes for information capture and playback. 

Gaining Momentum: The successful execution of the RX blueprints generated increased awareness within the VA. This translated into greater demand for blueprints across various teams, validating the project's significance and effectiveness.

Looking Ahead

The journey thus far has underscored the importance of collaboration, agility, and feedback. As the project continues, our teams remain committed to:

Accelerated Blueprint Development: Leveraging the momentum garnered to produce more blueprints expeditiously.

Feedback & Iteration: Engage further with VA teams, gather valuable feedback, and refine blueprints accordingly.

Sustainability: With the project designed as a set of living documents, the goal is to leave behind a robust, user-friendly blueprint creation methodology to empower future teams.

The CX Catalog project stands as an emblem of the synergy between the VA, Digital Foundry, and key partners working cohesively to enhance the Veteran experience with the VA.